Normally, my customers use the solution with their internal service desk to support their employees, whether at their workplaces or when they are working from home. Some of my customers in the medical field also use the solution to support their customers, like those who use medical devices. However, most of my customers use the solution to support their internal employees in remote sessions.
BeyondTrust
BeyondTrust CorporationExternal reviews
326 reviews
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External reviews are not included in the AWS star rating for the product.
Honest opinion on Beyond trust
What do you like best about the product?
What I like best about BeyondTrust Remote Support is how quickly I can connect to a user’s system without them struggling to install or configure anything. It feels secure, smooth, and saves a lot of time when resolving issues.
What do you dislike about the product?
What I dislike about BeyondTrust Remote Support is that the interface can feel a bit outdated and sometimes the connection speed depends heavily on the user’s network. It works well overall but it could be more modern and consistent.
What problems is the product solving and how is that benefiting you?
BeyondTrust Remote Support solves the problem of physically needing to be at a user’s desk or relying on long calls to guide them. It lets me access their system directly, fix issues faster, and reduce downtime. This saves effort for both me and the user while improving overall productivity.
Absolutely love Remote Support
What do you like best about the product?
Extremely easy to use, very versatile, works with pretty much every device or kind of computer, tablet, or phone that we need to support, and very, very reliable
What do you dislike about the product?
Very proprietary and can be difficult to get help with using this product because it's not universally supported
What problems is the product solving and how is that benefiting you?
We have to support faculty staff, and students all around the world, and so having a unified tool that allows us to support our customers anywhere anytime is essential to our operations
Amazing Platform
What do you like best about the product?
As the administrator and user, this is amazing product that does everything that our organization needs. Was easy implementation and has many useful features.
What do you dislike about the product?
What is there to dislike, this is an amazing platform.
What problems is the product solving and how is that benefiting you?
Allow for remote unattended and attend remote support with a secure platform.
Easy screen share and remote control tool via Microsoft teams
What do you like best about the product?
While working with teams outside of the country, the beyond trust remote support via the Microsoft teams platform allowed us to collaborate more effectively as instead of explaining where to find something, they could take control and show me themselves.
What do you dislike about the product?
From my experience of using it within Microsoft teams, I experienced no faults in the system.
What problems is the product solving and how is that benefiting you?
Work from home era, where teams need to be able to support each other while not being in the physical office.
BT Remote Support Review
What do you like best about the product?
It is the only appliance that is hosted as an on-prem about remote support, which makes it the only secure solution about the topic.
What do you dislike about the product?
Pricing, the high cost of licensing comparing opponents.
What problems is the product solving and how is that benefiting you?
It solves end-to-end secure connection by encrypting via SSL certificate.
Good Product with good support
What do you like best about the product?
Easy Handling as User
Many different Adminsettings / Permissions which can be set very strict
Many different Adminsettings / Permissions which can be set very strict
What do you dislike about the product?
Doesn't find anything until now
Only thing is the HA Config, didn't like the setting/handling but when it's configured, everything works fine
Only thing is the HA Config, didn't like the setting/handling but when it's configured, everything works fine
What problems is the product solving and how is that benefiting you?
Remote support for all our customers in a secure way
One of the best platforms to connect or control a device remotely
What do you like best about the product?
What I like most about BeyondTrust Remote Support is its ability to let me view, control, and perform troubleshooting directly on a user’s machine. Deployment is straightforward, and the tool functions reliably to support remote IT operations
What do you dislike about the product?
“Aside from occasional network issues on the user’s end—which can affect the remote session and hinder troubleshooting—BeyondTrust Remote Support has been perfect for my needs. I haven’t encountered any issues with the platform itself.
What problems is the product solving and how is that benefiting you?
With BeyondTrust Remote Support, I can assist users efficiently in real time without needing to go onsite for troubleshooting.
Great Remote Support tool with hosted and on premise options.
What do you like best about the product?
Extended functionality and not limited to remote screen sharing, including direct File system, Registry and Shell System Access capabilities.
The support team is generally quite efficient in their response times, and a proactive approach results in faster resolutions.
The support team is generally quite efficient in their response times, and a proactive approach results in faster resolutions.
What do you dislike about the product?
System updates require staging to allow devices to update accordingly. Devices that do not update their agents will be lost and will require reinstallation. Not so much a problem, but an item to be included in lifecycle management.
What problems is the product solving and how is that benefiting you?
End user support providing a platform to connect to devices in any location securely, and not limited to on-premises. While in addition enabling support to enhance their capabilities through included feature set.
Remote Support is great!
What do you like best about the product?
The ease of use and deployment along with all the great features.
What do you dislike about the product?
We sometimes have issues with the clients going offline due to the service being stopped.
What problems is the product solving and how is that benefiting you?
Connecting us to our end user machines and servers to give access for troubleshooting or completing tasks.
Solution elevates team collaboration and manages remote support efficiently
What is our primary use case?
What is most valuable?
One of the great features is that service desk members can work together in a remote session. There are roles in our team, like team leader, team member, and team manager. This allows the team manager or leader to support the team member.
Another valuable function is the ability to elevate rights in a session. The support desk member can have more control over the end user's PC to assist them. Additionally, there are various ways a customer can receive support, like starting by chat or session ID.
The solution also allows managing and supporting remote devices, especially Apple devices. While controlling Apple devices fully is not possible, sending a new configuration profile or assisting with settings is.
The most valuable feature is sending an SMS to a mobile device for assistance, such as installing or configuring a mail client. The technique for Android devices allows control in the session, while Apple devices can only be viewed. Full remote control on Apple devices is not supported. It's a common limitation across providers.
What needs improvement?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side.
Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session.
I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily.
BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
For how long have I used the solution?
I have used the solution since 2006 or 2007. It has been around 18 years.
What do I think about the stability of the solution?
I don't see any issues here. The product runs very stably, and I cannot observe any problems.
What do I think about the scalability of the solution?
I would give scalability a nine out of ten. It is very scalable.
How are customer service and support?
Customer support was better in the past. About two years ago, the response times became longer. I would rate it a seven out of ten. Initially, I could reach a technician by chat and receive immediate support, which is not possible today. Now, I must open a ticket first, and waiting times can vary from four to eight hours.
How was the initial setup?
Setting up the product requires a lot of experience, especially for integration into other systems like Active Directory or multifactor authentication. It is not a one-click setup; significant IT experience is needed. For standalone use in BeyondTrust Cloud, I would give it an eight or nine out of ten. However, full integration into an existing environment deserves a seven because of the experience required.
What about the implementation team?
I recommend attending a two-and-a-half-day course at BeyondTrust University if you are setting up the product. This training is especially beneficial for administrators. End users and customer clients generally do not need it. For successful implementation, working with a partner or completing the university course is highly recommended.
What's my experience with pricing, setup cost, and licensing?
The cost depends on the number of licenses a customer buys. For a smaller customer, the cloud solution costs around $2300 per user per year. If you have an on-premises solution, you'll also need to license the appliance, so the cost might be similar to the cloud solution.
What other advice do I have?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabilities. I would rate the product ten out of ten. Overall, I give it a rating of ten out of ten.
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